Service Tech Manager Jobs in Wisconsin (NOW HIRING)

• Job Category Information Technology
• Employee Type Exempt Full-Time
• Required Degree 4 Year Degree
• Manage Others No

Description

OBJEC TIVE

The IT Manager is responsible for leading the day-to-day technology operations of Medford Cooperative and ensuring that employees across all locations receive reliable, effective technology support. This position manages internal IT staff, oversees business technology initiatives, supports operational systems, and serves as the primary liaison between Medford Cooperative and its Managed Service Provider (MSP).

The IT Manager focuses on aligning technology with business needs while providing leadership, direction, and accountability for internal support operations. While the Cooperative's MSP provides infrastructure management, cybersecurity services, network monitoring, patch management, backup administration, and strategic technical guidance, the IT Manager ensures these services align with business objectives and operational requirements.

The ideal candidate is a strong communicator and team leader who can effectively bridge the gap between business operations and technology services across the Cooperative's retail, agriculture, energy, and administrative divisions.

RESPONSIBILITIES IT Leadership & Operations

• Lead and develop the internal IT team, providing coaching, direction, accountability, and performance management.
• Establish departmental goals, service standards, and performance metrics.
• Develop and manage the annual IT budget, including technology investments, software licensing, hardware replacement planning, and project expenditures.
• Collaborate with leadership to identify opportunities where technology can improve operational efficiency, customer service, and business performance.
• Maintain technology policies, standards, and procedures that support the Cooperative's operational goals.

Business Technology & Application Management

• Serve as the primary technology contact for department leaders across retail, agriculture, energy, and administrative operations.
• Oversee support and administration of business-critical applications, including point-of-sale, grain management, ERP/accounting, fuel management, and other operational systems.
• Coordinate software upgrades, vendor support relationships, and business application enhancements.
• Partner with business leaders to identify process improvements, automation opportunities, reporting needs, and technology solutions.
• Ensure technology solutions continue to meet the evolving needs of the Cooperative.

Infrastructure & Technology Operations

• Maintain overall accountability for the Cooperative's technology environment and ensure technology services effectively support business operations.
• Coordinate with the Cooperative's MSP regarding infrastructure maintenance, cybersecurity services, monitoring, backup management, system performance, and technology projects.
• Review recommendations, project plans, and system changes proposed by the MSP and provide business context, prioritization, and approval as appropriate.
• Maintain awareness of network, server, cloud, and security systems to support informed decision-making and operational continuity.
• Ensure technology assets, licensing, warranties, and vendor relationships are effectively managed throughout their lifecycle.
• Participate in disaster recovery planning, business continuity initiatives, and technology risk management activities.

Cybersecurity & Risk Management

• Provide operational oversight of the Cooperative's cybersecurity program in partnership with the MSP.
• Ensure security policies, user awareness training, access management procedures, and compliance requirements are maintained and followed.
• Review security reports, vulnerability assessments, and incident response activities provided by the MSP.
• Communicate cybersecurity risks, incidents, and recommendations to leadership in business terms.
• Promote a culture of security awareness throughout the organization.

Managed Service Provider (MSP) Partnership

• Serve as the primary internal liaison between Medford Cooperative and its MSP.
• Coordinate projects, service requests, maintenance activities, and strategic initiatives with the MSP.
• Review service reports, recommendations, and performance metrics and communicate relevant information to leadership.
• Participate in regular business reviews to ensure MSP services remain aligned with Cooperative objectives.
• Facilitate communication between internal stakeholders and MSP personnel to ensure successful project execution and support outcomes.
• Assist with prioritization and scheduling of technology initiatives across Cooperative locations.

End User Support & Service Delivery

• Manage and develop internal help desk personnel to ensure timely and effective support for all Cooperative locations.
• Establish support priorities and service expectations that align with business needs.
• Serve as the escalation point for complex operational and technical issues.
• Oversee onboarding, offboarding, access management, device deployment, and end-user training processes.
• Monitor user satisfaction and continuously improve support processes and service delivery.
• Ensure consistent support experiences across all Cooperative locations.
• Manage relationships with technology vendors, telecommunications providers, software vendors, and third-party service providers.
• Lead technology projects from planning through implementation, ensuring projects are delivered on time and within budget.
• Evaluate vendor proposals, contracts, and service agreements.
• Coordinate technology deployments and upgrades across multiple locations.
• Maintain project documentation, status reporting, and stakeholder communication.

KNOWLEDGE AND SKILL REQUIREMENTS

Required

• Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or related field; or equivalent combination of education and experience.
• 5+ years of progressive IT experience with demonstrated leadership responsibility.
• Experience managing technology operations in a multi-site environment.
• Strong understanding of business applications, technology support operations, and vendor management.
• Working knowledge of networking, cybersecurity, cloud services, and infrastructure concepts.
• Proven project management and organizational skills.
• Excellent communication and relationship-building abilities.

Preferred

• Experience in a cooperative, agricultural, retail, energy, or multi-division business environment.
• Experience working alongside a Managed Service Provider (MSP).
• Experience managing help desk or IT support teams.
• Familiarity with point-of-sale systems, ERP platforms, grain management software, fuel management systems, or similar operational technologies.
• Relevant certifications such as ITIL, CompTIA, Microsoft, or project management certifications.

WORKING CONDITIONS

• Position requires this candidate to work 45 hour per week in this full-time salary position.
• Schedule includes weekends and holidays as needed, flexibility is essential.
• Smoke-free environment that will be primarily indoor work but at times may be exposed to heat/cool outdoor temperatures.
• Fast-paced environment requiring standing up to 8 hours per day.
• The role may involve lifting and moving IT equipment up to 50 lbs. and working in server room environments..
• Person must be able to lift, bend, squat, stoop, climb, stand, and walk.